Legal Administrative Specialist-Contact Representation (Senior Legal Administrative Specialist)

Under the supervision of the Fiduciary Call Center (FCC) Coach or Assistant Coach, the incumbent supports and mentors individuals in performing the work of the Legal Administrative Specialist (LAS) position. The Senior LAS will be flexible and support any of the individual teams established at his/her Fiduciary Call Center duty location. Specific duties include: Responds to calls where the caller requests to speak with a supervisor or the LAS needs assistance in providing a response. Counsels' veterans and their dependents on VA benefits; explores all avenues of assistance available to Veterans. Responsible for assisting in providing timely responses to electronic, Congressional, and other special inquiries concerning VA benefits. Supports the team in assessing its strengths and weaknesses; explores alternatives and determines improvements in procedures. Provides rationale for VA decisions and communicates (verbally or in writing) this information to the claimant. Advises the claimant on appeal rights and explains the appeals process. Monitors the FCC Division mailboxes for messages indicating that an inquiry has been returned to the call center from the RO. Reviews inquiry and acts by coaching the agent and initiating next steps in the case. Mentors team employees, addresses individual learning needs and effectively offers feedback to identify and correct deficient areas. Provides or arranges technical training necessary for the accomplishment of individual and team tasks. Resolves calls received at this level by either answering the call immediately or by taking responsibility for "call back". Maintains reference materials and relevant background documents related to Veterans benefits. Maintains current knowledge to answer questions from team members on procedures, policies and directives. Work Schedule: Full Time, Monday - Friday, 6:00 am - 6:00 pm (Final work schedule to be determined at the manager's discretion) Compressed/Flexible: Not Available Telework: Not available - This is a remote position Virtual: This is not a virtual position. Position Description/PD#: Legal Administrative Specialist-Contact Representation (Senior Legal Administrative Specialist); PD41484A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required